Customer Service Assistant 1

What will you do?

* Provides information & process request that do not require in-depth knowledge of applicable federal/state laws, rules, policies, procedures or legal interpretations to respond to inquiries, request &/or complaints from customers; proofreads work & makes all appropriate changes to ensure correspondence, reports & documents are appropriate & error-free.

Performs full range of office work: * Provides support to update information in the Provider Certification systems as needed): processes applications via database-&/or verify information in database, enters data on spreadsheets with documentation in file folders to ensure accuracy of electronically entered data; verifies accuracy of current & new information; upon receipt of Medicaid numbers from Ohio Department of Medicaid (ODM), checks & enters correct information to database, processes all modifications of incorrect data, ensuring accuracy of all certification data.

* Maintains Home & Community Based Services (HCBS) waiver information & data, prior authorization information & data, hearing information & data, preadmission screening & resident review (PASRR) information & data on appropriate personal computer based automated system.

Cross-references data on spreadsheets & other reports with documentation in file folders to ensure accuracy of electronically entered data.

Enters information into Waiver Tracking System or other appropriate tracking system for each individual who requests waiver enrollment, prior authorization, PASRR, & for each individual whose hearing decision is forwarded to the department from ODM.

Initiates & responds to correspondence, answers telephone, assists customers with routine inquiries, forwards application materials as requested & forwards more complex calls to appropriate staff.

Maintains an electronic filing system; creates, retrieves & re-files materials, manuals, correspondence & other documentation as requested by immediate supervisor.

* Maintains organization of filing material by utilizing appropriate checklist &/or following office procedure & tracking systems.

* Performs general clerical tasks (e.g., copies office correspondence & documents, delivers & picks up files or papers maintained at off-site buildings, coordinates material for mailings [e.g., stuffs envelopes & delivers mail items to mail station] photocopies & scans documents & reports, distributes incoming mail; sends & receives facsimiles; prepares bulk mailings assigned). * Provides clerical & phone support for Division of Medicaid Development & Administration (MDA) as needed To request a reasonable accommodation due to disability, please contact the ADA Coordinator Terry Penn by email at or by phone at . 3 months' training or 3 months' experience in office practices & procedures AND 1 course or 3 months' experience in public relations or customer service to include techniques for dealing with difficult people AND 1 course or 3 months' experience in typing, keyboarding, data entry or word processing AND 1 course or 3 months' experience in operation of personal computer.

* Or equivalent of Minimum Qualifications for Employment noted above.

Job Skills: Customer Service, Computer Literacy, Clerical & Data Entry, Customer Service, Operational Support, Attention to Detail, Responsiveness, Customer Focus, Proofreading